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THIS WEEK

The Dufry experience

Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company's revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take read more...

Know your liquor: a quick guide - Part 2

White Wine   Good to know: White wine is made from the fermented juice of grapes stripped of their seeds and skins. Calories:Around 130 calories per 175 ml glass; slightly more in sweeter wines. Pros: American researchers found that grape flesh contains the chemicals read more...

LAST WEEK

Customer - centricity and customer obsession

Undoubtedly, there are several other hotel brands in the same city where your property is located - all aiming to win the same customers you are trying to reach. Competition in the hospitality industry is both fierce and continually changing. read more...

Know your liquor: a quick guide - Part 1

BrandyGood to know:Brandy is a spirit distilled from red wine. Fine brandies are aged for extra flavour in wooden casks. Hangover hell? Brandy contains high amounts of impurities. Calories:Around 80 in every 35ml shot. Pros:Because brandy is a distillation of red wine, read more...

Your top 10 list of excuses

Now I bet you’re wondering, excuses for what? Excuses me for not jumping in the deep end with the financials in your hotel career. What’s your imagination telling you that’s wrong in your hotel that holds you back from owning read more...

MOST READ

Fast forwarding guest feedback

Mistakes are how we learn. Sometimes though, we do not realise that we have made a mistake or spot one that has occurred. There are those of course, who prefer to stay in denial, refusing to acknowledge or understand why read more...

Why you want to use a rolling forecast

Rolling forecasts are nothing new but I must point out that most hotels don’t use them, and they really should. It’s an incredibly useful tool that is literally worth its weight in gold. That being said, it doesn’t weigh much read more...

The best islands in the Indian Ocean, ranked

The Maldives, Mauritius, the Seychelles or Sri Lanka, which should you visit? Our writer compares the winter-sun favourites   The problem facing isle-o-philes is that it’s hard to know which tropical sun-kissed Indian Ocean island to choose over another. Scattered like jewels read more...

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